Job Details

FusionTek is a Managed Service Provider with offices in Kirkland, WA, Federal Way, WA, Washington, DC, and Tampa, FL. We're a tight-knit team of friendly, intelligent people focused on IT infrastructure management for small- to mid-sized businesses since 2007.

We're also rapidly growing and are looking for top-tier candidates who share our four core values:

• We are team players, collectively working towards a common goal.
• We work each day with a growth mindset focused on the success of our coworkers, clients, and the company.
• We do the right thing with an honest and transparent approach that always puts our clients first.
• We take ownership of our work, always seeing it through to completion.

If this opportunity excites you, we invite you to continue reading! We are looking for a Remote Help Desk Technician who is a results-oriented professional dedicated to client satisfaction and skilled in resolving technical issues.

As a Remote Help Desk Technician, you will leverage your expertise in desktop operating systems and commitment to providing outstanding service to support our clients. Your daily responsibilities will include troubleshooting Windows 10 / 11 and MacOS, working with Office 365, and managing user accounts in Active Directory. Excellent communication skills are crucial, as you will often be translating technical concepts to non-technical users.

If you're motivated to help end users resolve their technology challenges while expanding your own knowledge in the process, this position is for you.

Here's what you'll be doing:

• You'll provide remote desktop and laptop support, addressing break/fix issues, application installations, and configuration of user settings. You'll also be involved in the security side of things, where you'll be tasked with investigating and remediating malware alerts and helping users enroll in MFA.
• You'll diligently document, track, and escalate tickets through our ticketing system and keep our documentation platform current.
• You'll collaborate with a talented team to deliver exceptional service to our clients, all from the comfort of your remote workspace.
• The working hours for this position will be from 8:30 AM to 5 PM EST.

**This position is mainly remote, with in-office attendance required only occasionally to collect shipments or equipment as necessary**

Requirements

• Minimum of 2 years of professional IT support experience
• Applicants must reside in the Tampa, FL vicinity.
• Preferred experience in an MSP/MSSP environment.
• Working knowledge of Windows 10, 11, and MacOS
• Working knowledge of the Microsoft 365 office suite
• Knowledge of Office 365 cloud services is a plus
• Knowledge of Azure and/or AWS is a plus
• Strong time management skills are essential for success
• Excellent verbal and written communication skills are required
• A+ and/or Network+ certifications are preferred
• Experience in a ticketing system is preferred; familiarity with Autotask is a significant advantage
• Ability to lift and carry equipment up to 50 pounds
• Reliable internet connection and a quiet workspace for remote support

Benefits

At FusionTek, we truly believe that our people are our most valuable asset, which is why we're excited to provide:

• Hourly range - $25 to $30/hour
• Competitive pay with quarterly bonus eligibility
• 90% of your medical/dental/vision insurance paid by the company
• 401(k) plan with 4% company matching and immediate vesting
• Paid holidays and 17 days of PTO in year one
• Educational reimbursement for certification tests and company supplied training resources
• Monthly cell phone stipend
• Fun team events